[Hiring] IHA Account Manager @Advantmed

Role Description

The IHA Account Manager (PAM—Prospective Services Account Manager) is the client-facing operations subject matter expert for In-Home Health Assessment programs, from implementation through ongoing delivery. The PAM works with Operations, Planning, Implementation, and Client Success to meet client requirements, ensure delivery of production goals and SLAs, resolve escalations promptly, and manage process changes effectively. This is a non-sales individual contributor role.

Key Responsibilities

• Client Communication
  • Support in new client implementation calls with clients as an Ops SME. Review requirements and liaise with Operations Teams on deliverables.
  • Attend weekly client calls led by Client Success Team as an Ops SME on calls. This may be video calls via MS Teams.
  • Share production plans with clients and explain the reasons for any changes. Answer pertinent questions.
  • Present IHA guidelines on client calls and answer related questions.
  • Support discussions related to the client portal, including queries, requested changes, and solutions.
  • Participate in discussions related to additional volume and liaise with internal teams as needed.
• Service Delivery & Coordination
  • Address client service questions and escalations.
  • Support the complaint handling process, including closing the loop with clients.
  • Review project health and liaise with Operations when status is Amber or Red to develop a Plan of Action (POA). POA formulation is the responsibility of the Operations/Planning Team; presenting the POA to the client is the responsibility of the PAM.
  • Coordinate with Operations and support items critical to client SLAs.
  • Liaise with respective teams to manage client deliverables.
  • Monitor tasks to ensure timely close-looping with the client and Front Office.
  • Support the Process Change Request process by facilitating discussions with Operations and supporting solutioning once approved, including follow-up with Operations and communication with the PM/CE teams.
  • Participate in cross-functional OKRs and Initiatives led by various teams.
  • Review all client-facing ad hoc reports prepared by the Planning Team to ensure they align with client needs.

Qualifications

• Bachelor’s Degree
• Certification in Business Administration, Account Management, or a related field, or equivalent work experience is an added advantage

Requirements

• Minimum of 2–3 years of Account Management (or similar) experience in the healthcare industry.
• Working knowledge of HIPAA and healthcare data privacy requirements.
• Experience working with Operations/multiple stakeholders.
• Computer Savvy. Experience working with MS Excel, PowerPoint and other relevant tools.
• Experience managing SLAs, service health reporting (RAG status), and corrective action plans.
• Project management or account management certification (e.g., PMP, CAPM) is a plus.

Skills & Competencies

• Excellent communication, interpersonal, presentation, and negotiation skills, with a commitment to exceptional customer service.
• Strong problem-solving skills, attention to detail, and ability to analyze data and prepare basic reports.
• Effective organization, time management, multitasking, and prioritization skills, with the ability to meet deadlines under pressure.
• Ability to work independently and collaborate effectively within a team.
• Proactive, results-oriented approach with flexibility to adapt to evolving industry trends and client needs.

Key Performance Indicators

• Proactive approach to Client Production Goals achievement.
• Adherence to client SLAs including client satisfaction.
• Timeliness of escalation and complaint resolution, including closing the loop with clients.
• Timely closure of client action items and deliverables.
• Achievement of IHA_AM and cross-functional OKRs.

Key Working Relationships

• Internal: Operations, Planning, Implementation, PM/CE, Client Success, Sales, Marketing, Front Office, and Finance/Invoicing teams.
• External: Client stakeholders, including program, operations, and quality contacts.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Annual Performance Bonus
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Work From Home
• Wellness Resources